Improve First Contact Resolution (FCR) while reducing handle time with more accurate routing to the correct skill.
As part of a unified platform, CXone Interactive Voice Response (IVR) is fully integrated with the Automatic Call Distributor and boosted with specialized AI that’s purpose-built for optimal customer experiences. Use our powerful easy-to-use design tool, Studio, to visually create intelligent, data-directed routing that’s quick and efficient - every time.
See how the State of Michigan Department of Health and Human Services consolidated self-service options in the IVR across its 14 contact centers with great success.
Pfizer improves agent experience through a consolidated IVR
Pfizer is a multinational pharmaceutical and biotechnology corporation.
CXone Self-Service Analytics
Identify patterns that impact call containment.
Auckland Council Takes the Customer and Agent Experience to the Next Level with CXone
Auckland Council’s focus on providing an outstanding customer experience was hampered by the on-premises contact centre system it was using through a telco provider. Updates needed to be made by a third party which was expensive and time-consuming. The system also didn’t support IVR self-service options or digital channels such as email or chat.
